Senior Customer Support Specialist
November 14
Description
• Speak directly with customers via email and phone to help them resolve their needs. • Collaborate closely with our Project Management team to resolve customer challenges. • Work within GitLab to log all customer requests for action. • Leverage strong time management skills to ensure we’re getting back to our customers quickly. • Maintain strong attention to detail to ensure nothing slips through the cracks. • Proactively message customers with the status of their requests to keep them informed and engaged as we resolve their challenges. • Communicate internally with other departments including Project Management, Customer Success, Engineering, Sales, and Product to ensure successful customer outcomes and maintain transparency. • Analyze support trends to identify recurring issues and recommend process or product improvements. • Diagnose and thoroughly investigate customer issues to gain a deep understanding of their concerns, delivering tailored and effective solutions.
Requirements
• At least 3 to 5 years of experience in Customer Support or a similar role. • Strong technical acumen, with the ability to troubleshoot and resolve complex software issues. • Experience with GitLab and/or Zendesk a plus. • Clear communication skills, both written and verbal. • Experience in SaaS a plus. • Bonus asset: Fluency in a second language.
Benefits
• Generous time off • Work anywhere in the world for up to 3 months! • Parental leave program • Work-from-home stipend • Your birthday (and our company birthday) is a day off!
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